CSP support

Main Services Technical Support, IT Outsourcing, and Outstaffing CSP support

General

As Cloud Service Provider Noventiq provides its customers with basic support for Microsoft products purchased within CSP agreement.

Support Service includes Incident Support and User consultations. Noventiq assists its customers in case of billing and subscription issues, provide consultations on installation, configuration, and administration-related issues. Noventiq handle escalations to Microsoft of requests such as new subscription creation/quota increase or billing-related issues and concerns. Support with issues related to third-party applications and workloads purchased outside CSP agreement is out of scope.

Support Service is provided from the moment Customer purchased Microsoft products and passed registration on Noventiq Support System. In order to get registered in Noventiq Support system – please, contact your account manager or send an email to mwp-support@noventiq.com with the following details:

Company name
Your Noventiq Account manager name
Location (country & city)
Tenant/subscription ID
Domain name
Contact details (Full name & email address)

Scope

Full scope of the services described in the table below. Support provided in English language only.

Service level	Basic
On boarding & activation support via Noventiq Market	✔
Tenant & Subscription Management via Noventiq Market	✔
Automated Billing and Invoice Payment Services via Noventiq Market	✔
Incident support & consultations	Email consultations
Support lines included	L1
Support time	8x5 local time
Contact method	Email
Response time	8 hours
Managed escalation to Microsoft Support	Not included
Advisory support	Not included
Consultations on installation, configuration, and administration questions	Not included
Assistance in installations and configuration	Not included
Reporting	Not included
Service Manager	Not included

Assumptions

Client shall designate a person OR persons to whom all Noventiq may be addressed and who has the authority to act on all aspects of the Services.
Unless otherwise agreed to by the parties, Client shall respond within two (2) business days to Noventiq request for documentation or information needed for the Service. If response is not provided in time, support ticket is automatically closed.
Client acknowledges that Noventiq obligation is only to aid Client with respect to the tasks detailed in this Service In-Scope Description, and that such assistance may not result in some, or all tasks being completed.
Client acknowledges that Noventiq is providing Services to assist Client in support of the initiatives and activities described herein and shall not assume any cost or schedule liability.
Client acknowledges that in situations when raised support case cannot be solved within the scope of the CSP Free support, customer will be advised to purchase package of tickets or unlimited support packages.